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PC Pitstop Hall of Shame


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IntelGuy: PC Pitstop Hall of Shame (Sun, 05 Aug 2007 16:31:09 GMT)
QUOTE(J_29 @ 7:24am Sun Aug 5 2007) [snapback]1403708[/snapback]

I agree, and thats why she lost her job. Thats ok though, call their tech support near the end of august. If you think its bad now, the fun has just begun lol... Its about to get a whole lot worse.



According to this poster who claims inside information, Mary Ann did NOT lose her job over this:

https://forums.pcpitstop.com/index.php?s=&a...t&p=1369342


QUOTE
So all know Mary Ann was not fired. She was transferred to another divison of the company and retrained. So all is good At Gateway once again. All techs there are doing a wonderful job and I would not think anything different. I have friends and people that are close to me that work there and they Love there jobs. Even when times are hard.
stormy13: PC Pitstop Hall of Shame (Sun, 05 Aug 2007 15:37:59 GMT)
QUOTE(J_29 @ 2:31am Sun Aug 5 2007) [snapback]1403620[/snapback]

This person did lose their job because of this call along with 120 other individuals. So I hope that makes you feel good about yourself.

Have a great day.


One person yes, but if you really think that all the others lost their jobs because of this, not very likely. Try the fact that your company/call center got out-sourced to someplace else that had a lower bid. If this one call is any reflection on how the rest of the employees treated customers, then I'm not surprised the bid went elsewhere.

But you keep living in that little fantasy world believing that this one call was responsible.
J_29: PC Pitstop Hall of Shame (Sun, 05 Aug 2007 14:24:13 GMT)
I agree, and thats why she lost her job. Thats ok though, call their tech support near the end of august. If you think its bad now, the fun has just begun lol... Its about to get a whole lot worse.
Bruce: PC Pitstop Hall of Shame (Sun, 05 Aug 2007 11:43:44 GMT)
Well incompetence shouldn't be rewarded
J_29: PC Pitstop Hall of Shame (Sun, 05 Aug 2007 06:31:10 GMT)
I agree with the fact that some people are not cut out to do tech support and this particular individual was definitely one of those people. This person did lose their job because of this call along with 120 other individuals. So I hope that makes you feel good about yourself.

Have a great day.
badbinary: PC Pitstop Hall of Shame (Sun, 08 Jul 2007 03:25:23 GMT)
well, that's my point, terbear. from the outset the gateway rep was not "a knowledgable, professional and personable agent to assist" rob cheng, hence the criticism.
Terbear: PC Pitstop Hall of Shame (Sun, 08 Jul 2007 01:06:03 GMT)
QUOTE(badbinary @ 7:11pm Fri Jul 6 2007) [snapback]1389450[/snapback]

i've done your job. i worked for 3 years with at&t wireless...

it's a job that most people can do. yes, you have to deal with idiots...yes, you have to be patient. however, what job do you not have that?

the bottom line, for me, is that when you are providing customer support, you are doing so voluntarily and because the customer is paying you to do so. the customer should absolutely expect excellency in the support they provide. this means no rudeness, shortness, or representatives of the company who cannot exhibit patience.

i call bs on what you say about the scripts...they are for people who are too lazy to understand what they are saying and be able to put it into a frame that different people will be able to easily grasp. not everyone thinks alike as a script may suggest.


And I agree with you 100%. By all means, the customer should expect a knowledgable, professional and personable agent to assist them when they call. I hope you didn't get the impression from my post that it should be otherwise. As far as the script, well....unfortunately, I have no choice. It is mandatory that I read that script. It can be quite frustrating to have words put in your mouth that make you sound like a robot, and the customer can tell this as well. It's certainly not MY choice! Hopefully, the higher-ups where I work will do away with them soon. Hey, I can dream, can't I??
chengrob: PC Pitstop Hall of Shame (Sat, 07 Jul 2007 15:12:32 GMT)
TerBear,

QUOTE
Surely, since you are an experienced PC user, you were aware that the operating system was stored on that space, right?


Of course, I knew this. If you watch my video, I am trying to figure out how to remove the partition since Gateway uniquely positions the partition in front of the main partition. Please watch the video.

https://www.pcpitstop.com/news/video/partition.asp

I also must disagree with your premise. I know a LOT about phone support. Before starting PC Pitstop in 1999, I was SVP of Gateway Consumer. My responsibilities including marketing, phone sales, customer service and technical support. Unlike other SVP's, it was not uncommon to find me talking on the telephones with real customers so I could better understand the dilemmas of people purchasing the products, and our people supporting them.

This is where your premise is wrong. I am able to empathize with the difficulties of doing a support job, but this in of itself is insufficient to defend Mary Ann's phone temperament.

To be honest, the state of phone support in general is pretty bad, not just in the PC industry. We all have to deal with phone support in our lives. Cable TV, credit card, cell phone and so on. Just bring up in a group settings a bad experience and EVERYONE is anxious to unload about their bad experience.

I also have learned that not every one is cut out for phone support. Inherent in your job is you must deal with a LOT of people less knowledgeable and perhaps less intelligent than you. This can be at times quite frustrating. If you find yourself getting overly frustrated, then I would suggest looking for another job more suitable for your temperament and skill set.

badbinary: PC Pitstop Hall of Shame (Sat, 07 Jul 2007 00:11:57 GMT)
i've done your job. i worked for 3 years with at&t wireless...

it's a :filtered: job that most people can do. yes, you have to deal with idiots...yes, you have to be patient. however, what job do you not have that?

the bottom line, for me, is that when you are providing customer support, you are doing so voluntarily and because the customer is paying you to do so. the customer should absolutely expect excellency in the support they provide. this means no rudeness, shortness, or representatives of the company who cannot exhibit patience.

i call bs on what you say about the scripts...they are for people who are too lazy to understand what they are saying and be able to put it into a frame that different people will be able to easily grasp. not everyone thinks alike as a script may suggest.
Terbear: PC Pitstop Hall of Shame (Fri, 06 Jul 2007 23:59:56 GMT)
QUOTE(chengrob @ 1:48pm Mon Jul 2 2007) [snapback]1387580[/snapback]

It was not my intention to bait this technician. To be honest, I thought they would just help me understand what was going on with the hidden partition space. Then I would just place the information in my video. I was not intending to entrap anyone.



Surely, since you are an experienced PC user, you were aware that the operating system was stored on that space, right? Did you just want to make this girl's work day miserable by acting like you didn't know anything about the partition being used to store the OS info? Frankly, I'm sure she gets enough REAL idiots calling her everyday with even more idiotic questions than yours. Nothing better to do that day? Hmmm?
Terbear: PC Pitstop Hall of Shame (Fri, 06 Jul 2007 23:46:47 GMT)
QUOTE(Cowboy3000 @ 8:18am Tue Jul 3 2007) [snapback]1387913[/snapback]

I really like what was done with this exercise. It just goes to show that you can't treat people crappy because you never know who's on the other line. If she lost her job over this, she deserved to. She did it to herself.


I work in a call center. Don't like it, but after my car was rear-ended by some drunk, I needed a job where I could sit all day. So, yeah--I do customer service for cell phones. I've been reading these forums for a long time and never felt the desire to post until now. Whoever made the remark putting down customer service reps because they "read from a script", etc and work for minimum wage, thereby insinuating that we're all idiots and not capable of doing our job, needs to apologize to the thousands of decent, hard working people that have to deal with these sorts of calls every single day, all day, one after the other! How dare you imply that I am incapable of doing my job! Until you take 70 calls a day, from people that don't have a clue as to how to phrase a question, or even enunciate their name and number (!), don't elevate yourself above me. Sit in my chair for a week. Take the call from the person who wants me to give them a list of all the calls they made in 2004. Take the call from the lady who is going to cancel because we sent her a reminder about her bill that hasn't been paid in 3 months. (How dare we expect to get paid!). Take the call from the guy who doesn't know how to turn his phone off, or the one who wants me to tell him who HE called last week at 2:45 am...and he doesn't really know which day. And then, there are the hundreds of people each week who claim they "couldn't have gone over their minutes and we should just take off all those overage charges". Right.
So, until you have done my job, you have no right to judge my job performance. Oh, and by the way, I am required to read a script for the simple reason that it makes the call flow better and, therefore, faster. Otherwise, the caller would be floundering around trying to explain something that he really doesn't understand and I'd be on that call for an hour trying to help him. I do my job, and I do it well. Thank you for listening.
Cowboy3000: PC Pitstop Hall of Shame (Tue, 03 Jul 2007 13:18:26 GMT)
I really like what was done with this exercise. It just goes to show that you can't treat people crappy because you never know who's on the other line. If she lost her job over this, she deserved to. She did it to herself.
Joe C: PC Pitstop Hall of Shame (Mon, 02 Jul 2007 22:00:10 GMT)
it's reached that level for some printers, a while back Target was selling basic lexmark printers for $19. my lil sis bought several of them and when one runs out of ink, it gets trashed and she opens another box because it's cheaper to buy a whole printer that it is to replace the ink in it
shogan191: PC Pitstop Hall of Shame (Mon, 02 Jul 2007 21:50:13 GMT)
From a purely personal and consumer point of view I wish more companies would do these kinds of exercises. I get tired of the lack of service and lack of appreciation from companies that want my money. It's not just about Tech support, scripts, and this industry. It's about pride in doing a good job and pride in offering a good product. No one is forcing any company to be the lowest price. It certainly isn't the consumer causing the ever tighter margins. It's competition trying to gain market share the easiest possible way. By cutting price. Once they cut price they cut costs by reducing quality and service. I've been watching it for years and it's just getting worse and worse. Today there are fewer and fewer companies, producing more and more goods, with decreasing profits, quality, and service. If every, and I do mean every, company raised their price 10% there wouldn't be so much as a ripple in the sales figures but there would be a big jump in profits. If one company lowers it's price 10% they all do. I saw mention in this thread of the cost of e machines. I pretty much agreed with the person posting but what bothers me is that eventually all computer mfgrs will try to match that price. (Dell in a Walmart). There will be a point where the computer will be a throwaway. Pay $250.00, use it a year, throw it away. No service or quality offered. That is what we can look forward to and it's a bad deal on a multitude of levels.
chengrob: PC Pitstop Hall of Shame (Mon, 02 Jul 2007 18:48:28 GMT)
It was not my intention to bait this technician. To be honest, I thought they would just help me understand what was going on with the hidden partition space. Then I would just place the information in my video. I was not intending to entrap anyone.

https://www.pcpitstop.com/news/video/partition.asp

I asked the marketing question more as a reaction because she was so aggressive. As I said before, it was not my intention but her gruff attitude put me on the defensive.

As far as our privacy policy. We take it very seriously. We have been doing tests since March 2000, and literally tens of millions of computers have tested. There was a period of time that there was a discrepancy between the data we were collecting and the data displayed in the privacy policy. This was an oversight. We were not doing anything with the data. Once the issue was brought to our attention, we immediately amended the privacy policy.
mattumanu: PC Pitstop Hall of Shame (Mon, 02 Jul 2007 05:06:01 GMT)
This is part of the reason I will no longer use PCpitstop. I clicked on the link on my hompage for PCpitstop because I hadn't looked at it in a while, maybe to re-evaluate my opinion of the site, when I saw the link to "hall of shame". What do I hear?

Rob's initial description of what he wants to do makes no sense.

[begin call]
Rob: Hi, I got a gateway portable? And I just got it and got it up and running, and it has this D drive on there that has all this windows stuff on there...

Tech support: (Long pause) And?

Rob: ... and I want to remove all that and I want to put that all into my C drive.
[/call]

Out of context with your "crusade" to recover your hardrive space, that request makes no sense. As far as I know, the "disc" you say you got from gateway only has the files needed to begin a restore from the actual files that were on the D drive. Remove the D drive, and there's no way to restore. In fact, having those files there (like on my HP) means I can restore selected parts of my system should I need to rather than doing a full reformat/restore. Perhaps gateway no longer operates this way, but the tech support did mention that their systems go out "medialess"... which isn't uncommon. Did it occur to you to explain who you were and what you were doing? You might have recieved better service than you got had you been up front with this woman in the first place.

Also, there's this...

[open call]So shouldn't you have marketed it as a 90 gigabyte hardrive?[/close call]

Why are you asking tech support this question? This is something you should have contacted marketing about. The only purpose I can think of was to bait this person. In fact, youtube right now has lots of videos of phonecalls baiting tech support... you joined the crowd and may have cost this woman her job (and if reports are accurate an entire group), rather than it being about educating her and gateway about the deficiencies in their tech support. The part that disturbs me the most is you state that you were once in that line of work, and yet you baited this person anyway. In fact, the minute you ask her what her location was so you could know which gateway service center suggests to me you started out with intent to trap her by asking for something that makes no sense in the first place. And what's more, you asked her to repeat her badge number and name, which suggests to me you didn't let her know you were recording the conversation to begin with.

On that topic, it's one thing to know that your employer might be recording your conversation. It's another completely to be taped by a customer, and another to be taped by a media individual doing an expose on tech support. This woman just won the media expose lottery and perhaps lost her job (can't find out if she did one way or the other).

Now, my re-evaluation of PCpitstop is this. I had stopped using PCpitstop because of privacy issues with the pitstop tests collecting information that was not disclosed in the privacy policy. My actions had been not to recommend PCpitstop any longer due to this fact. Now, I believe I'm leaning toward contacting people I had previously recommended PCpitstop to and explaining that they need to stop using the site and it's services and explain why. It's pretty simple. The privacy policy may have been changed to reflect the fact that data about your hardrive (including installed programs) is being collected, but for a fair amount of time this information was not disclosed in the privacy policy. Also, it is now common practice for PCpitstop to call people at tech support and tape conversations, once again not disclosing their intent and the fact that techs are being recorded to be aired on the site. This is an absolute disgrace to a site that once prided itself on full disclosure, but now has slidden to this new low position. It's shameful, it's disgusting, and uncalled for particularly in a day when the way privacy is handled by companies is so terrible.
Cowboy3000: PC Pitstop Hall of Shame (Thu, 14 Jun 2007 19:46:10 GMT)
I remember reading some other thread about them...

There wasn't anything good said about them either.
Magnethead: PC Pitstop Hall of Shame (Thu, 14 Jun 2007 19:28:42 GMT)
If you guys want a REALLY entertaining customer service, call hughesnet about their FAP.

I sat on the phone listening to elevator music before a guy with an indian accent that i couldnt understand picked up. I seriously made him say everything twice. Then my dad and I started questioning him about the FAP- how it's false advertising, that it's too low, that doing a microsoft required update (XP SP2) put me over the FAP, yadda yadda yadda, and finally it became a cussing match, and he finally just clicked us over to billing. Overall, it was a 1 hour 45 minute call to india.
essentials: PC Pitstop Hall of Shame (Thu, 14 Jun 2007 16:13:54 GMT)
Sorry to hear you have had a bad experience. I have always put 100% into my calls and I can almost always fix the problem that I am presented with and formatting system is last resort for me as well as sales I am a terrible seller I dont believe in selling a solution. All the support for gateway will be in a new center now one of the centers that we always fix the problems for. And if you are looking for chat with a tech good luck they are in Manila and dont speak english I pray for Gateway because the only good center they had they messed up with. Money is the root of all evil and I am looking forward to having someone else pay my bills.
Angelina: PC Pitstop Hall of Shame (Fri, 08 Jun 2007 05:03:36 GMT)
I listened to the Gateway recording. Actually, you got off easy. I have been dealing with Emachines (Gateway subsidiary) for two years since I bought my PC in Feb 2005 and what resulted: I have vowed never, EVER to buy an Emachines or Gateway computer again. This is not 100% though because there have been a couple of people who I felt really tried to help, but overall, they initially try to sell you something right off the bat, (upgrades they call them) and, as a solution to your problem, give you stock responses (always the same, no matter what the problem is) which ususally includes reformatting your hard drive whether destructive or non destructive. The last problem I had, after 15 emails back and forth with them not listening to what I was saying and answering with the same stock "copy and paste" solution each time of destructive restore, even after I told them I was being prevented from performing the action, I finally solved the problem myself (Bios had to be changed to default) and then I wrote to them with the answer. Like I said, NEVER AGAIN! I remember before I bought this PC, I read reviews that Emachines was on the top of the list for customer care. Too bad this was not my experience.
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